Broadbase Releases Next Generation Suite of Web-Based Analytic Applications for E-Business, Sales, Marketing, and Customer Service

Extending its leadership in customer-focused analytic applications, Broadbase Information Systems, a leading provider of Enterprise Performance Management Solutions (EPM), has introduced Broadbase EPM 3.0 -- a new version of Broadbase's award-winning suite of Web-based analytic applications that enable businesses to optimize their operations across all customer touch points. Broadbase EPM 3.0 integrates and analyzes data from e-commerce systems, front and back-office applications, data warehouses and external data sources to help companies drive one-to-one customer relationships, maximum customer value, and improved business performance.

Featuring a new analytic application for E-Business, and by offering new and enhanced applications for all customer-facing operations, Broadbase EPM 3.0 represents the most robust and comprehensive suite of packaged Web-based analysis solutions for customer-centric organizations. Integrating and analyzing all customer touch points, Broadbase EPM 3.0 applications include EPM / E-Business, EPM / Sales, EPM / Marketing, EPM / Customer Service, EPM / Field Service, and EPM / Help Desk.

The announcement of Broadbase EPM 3.0 extends Broadbase's leadership position in delivering customer-focused analytic applications to the Global 2000, including recent customer wins at Rockwell Automation, ADP, Harvard Pilgrim Healthcare, InsWeb, and Hewlett Packard. In a separate announcement, leading CRM and ERP application vendors, national system integration firms, and other strategic Broadbase partners endorsed the launch of Broadbase EPM 3.0.

"Broadbase EPM is dramatically improving many facets of our customer service operations," said David Handley, manager of support systems at Rockwell Automation. "Our customer service organizations can now leverage their dynamic customer support analysis and measure performance against critical quality metrics to help improve customer service levels. With an easy to use Web interface, robust application functionality, and seamless integration with our existing systems, Broadbase's analytic application was the clear choice for Rockwell."

"Customer-focused analytic applications are key ingredients of the CRM ecosystem," said Liz Shahnam, program director, Application Delivery Strategies, META Group. "Analysis solutions must target business users and cover all customer touch points in order to deliver the 'panoramic view of the customer.' These solutions must encompass information from operational CRM and ERP applications by offering customer analysis and performance management solutions to drive one-to-one customer relationships and greater customer loyalty."

Intuitive, Web-based Applications for Business Users

Broadbase EPM 3.0 features a suite of intuitive, Web-based "point and click" applications that provide business users and decision-makers with critical analysis, actionable information and best practice metrics. By placing robust yet easy-to-use analytic functionality at the fingertips of business users, Broadbase EPM enables decision-makers to rapidly identify opportunities, risks, and inefficiencies in their customer-facing operations, creating unbreakable customer relationships and a rapid return on investment.

"By enabling our support organization to move from support process management to service level optimization, Broadbase EPM offers a clear and compelling value proposition," said Dave Carlson, director of IT customer support at Harvard Pilgrim Healthcare. "The Broadbase solution is a key part of our service level management and quality initiatives and will enable us to build more focused, intelligent service strategies in the years ahead."

Comprehensive Analytic Applications for the Customer-Centric Enterprise

Broadbase EPM 3.0 includes powerful new analytic application modules for optimizing e-business, field service, and help desk operations, as well as enhanced applications for sales, marketing and customer service. EPM 3.0 offers unparalleled functionality and ease-of-use for world class companies focused on developing lasting, profitable, and high-performance customer relationships.

EPM / E-Business

The newly released EPM / E-Business application optimizes the effectiveness of e-business sales channels and Web initiatives. EPM / E-Business provides decision-makers with critical analysis of Web commerce and purchasing behavior, the popularity of Web site content and advertising, and the effectiveness of products, pricing, and promotions. EPM / E-Business also features robust profiling and segmentation of e-customers, as well as rules optimization for one-to-one personalization. Key analysis areas include:

• E-Commerce Sales & Shopping Analysis
• Content & Advertising Optimization
• E-Marketing Analysis & Customer Profiling
• Personalization & Rules Analysis

EPM / Sales

The new EPM / Sales module features expanded capabilities for analyzing sales profitability, as well as key financial views such as billings, bookings and backlog. The new sales module also includes improved pipeline and forecasting metrics, enhanced metrics for measuring win/loss data, and enhanced sales representative and channel productivity analysis. Key analysis areas include:

• Leads Analysis
• Pipeline & Forecasting Analysis
• Win / Loss Analysis
• Productivity Metrics
• Revenue / Profitability Analysis, including Bookings, Billings & Backlog Analysis

EPM / Marketing

The new EPM / Marketing module features enhanced customer profiling and segmentation capabilities with additional data mining functions, advanced list generation, and the ability to import and export customer and enterprise data directly from systems such as Acxiom or Dun & Bradstreet. Key analysis areas include:

• Leads Analysis
• Campaign Effectiveness Metrics
• Cross Sell & Up Sell Analysis
• Product Line Analysis
• Channel Performance Optimization
• Customer Segmentation & Profiling

EPM / Customer Service

The new EPM / Customer Service module includes enhanced features for analyzing service costs, customer support case queues, workforce readiness, and service level management. Key analysis areas include:

• Cost Metrics
• Quality Metrics & Analysis
• Call Queue Analysis
• Service Center Workload and Scheduling Optimization

EPM / Field Service

Broadbase's new field service module enables companies to optimize the allocation of field service professionals, technicians, engineers, and repair personnel. In addition, EPM / Field Service enables the optimization of parts and inventories to reduce costs and increase profits. Key analysis areas include:

• Contract & Service Level Agreement Analysis
• Productivity Analysis
• Parts Inventory Analysis & Demand Planning
• Product, Part and Failure Rate Analysis
• Profitability & Cost Analysis

EPM / Help Desk

The new EPM / Help Desk module ensures that internal IT support resources and assets are optimally allocated and managed, increasing customer satisfaction and productivity. Key analysis areas include:

• Internal Support Cost Metrics
• Quality Metrics & Analysis
• Service Center Workload and Scheduling Analysis
• IT Asset Analysis & Management

Broadbase EPM / Foundation and Adapters

Broadbase EPM 3.0 is delivered on top of EPM / Foundation, the industry's leading data mart and analytic application platform. The new release of EPM / Foundation ensures the rapid design, deployment, and management of analytic applications:

• Adapters for Internal & External Enterprise Systems: Broadbase EPM is rapidly deployed with packaged interfaces to internal and external enterprise systems, including CRM and ERP applications such as Siebel/Scopus, Clarify, Vantive, Onyx, Saratoga, Aurum/Baan, SAP, Oracle, PeopleSoft and JD Edwards; e-commerce systems such as BroadVision, Open Market, InterWorld, and Vignette; external data sources such as Acxiom and Dun & Bradstreet; and all leading enterprise data warehouses.
• Open, Scalable Architecture: Broadbase EPM 3.0 runs on leading relational databases, such as Microsoft SQL Server and Oracle, and features completely open languages and API's for seamless connectivity to databases on both UNIX and Windows NT platforms.
• Microsoft Data Warehouse Framework: EPM / Foundation incorporates the entire Microsoft Data Warehouse Framework, including SQL Server's OLAP Services, often called "Plato", and the Microsoft Metadata Repository.
• Integrated, Graphical Application Management: Unlike competing solutions that feature poorly integrated piece part tools with multiple management consoles, EPM / Foundation features an integrated "drag and drop" management environment.

Pricing and Availability

Broadbase EPM application modules start at $150,000 each, including EPM / Foundation. All Broadbase EPM 3.0 modules are currently available.

About Broadbase

Broadbase is the leading provider of Web-based, customer-focused analytic applications that optimize e-business operations, drive lasting one-to-one customer relationships, and improve overall business performance. Broadbase solutions integrate and analyze data from all customer touch points, including e-commerce systems, front and back-office applications, and external data sources to achieve maximum value from customer relationships and enterprise operations.

Today, world class companies such as Chevron, Hewlett Packard, United Airlines, Baxter Healthcare, and BankBoston are using Broadbase's award-winning software to increase profitability, productivity, and customer value. For more information visit Broadbase at http://www.broadbase.com.